Zelle® Questions

What is Zelle?

Zelle
is a convenient way to send and receive money from friends, family and other people you know and trust. You can send money to almost anyone with an eligible U.S.-based bank account using their email address or U.S. mobile phone number.

When you enroll and register in Zelle using Wells Fargo Online® or Wells Fargo Mobile®, we establish a connection between your email address or U.S. mobile phone number and your eligible Wells Fargo checking, prepaid, or savings account.

Who can I send money to?

You can use Zelle to send money to almost anyone with an eligible U.S.-based bank account. Eligibility requirements may vary depending on where your recipient banks. For your protection, you should only use Zelle when sending money to people you know and trust, such as friends and family.

Check with your recipient to ensure their correct email address or U.S. mobile phone number is registered with Zelle so they can receive money.

What protections do I have when I use Zelle?

You are protected in the unlikely event an unauthorized user accesses your accounts and initiates transfers using Wells Fargo Online or Wells Fargo Mobile.

However, because Zelle is intended to replace instances where cash and checks are being exchanged, you do not have the same protections associated with a credit card or a debit card transaction, such as the ability to dispute purchase transactions. Once you send money with Zelle, you cannot cancel the payment if it has already been processed.

We recommend you only send money to known and trusted recipients when using Zelle.

Is there a fee for Zelle?

Currently, Wells Fargo does not charge a fee for this service. However, when using Zelle on a mobile device, your mobile carrier’s message and data rates may apply.

How much money can I send and receive with Zelle?

Sending limits:
For your security, we restrict the amount of money you can send to recipients. There are daily and 30-day (rolling) limits. The amounts you can send daily and over 30 days will vary based on your funding account, your recipient, and the transaction history for each recipient.

Receiving limits:
We do not limit how much money you can receive with
Zelle
using your email address or U.S. mobile phone number. However, the sender may be subject to limits on how much they can send you, based on the policies of their financial institution or payment network.

For more information about Zelle sending and receiving limits with Wells Fargo, see the Zelle® Transfer Service Addendum. These limits apply only to Zelle transactions when initiated from Wells Fargo Online or Wells Fargo Mobile. Transactions initiated from the separate Zelle mobile app are governed by Zelle’s separate User Service Agreement and may be subject to lower limits.

When will my payment arrive with Zelle?

Once your recipient registers either a U.S. mobile phone number or email address with Zelle, payments are typically delivered within minutes. However, some payments can take up to 2 business days depending on who you’re sending money to and how much you’re sending. In some cases, we may also need to delay or block a payment for your protection.

What is the difference between the Wells Fargo Zelle experience and the separate Zelle mobile app?

Wells Fargo partners with Zelle to offer a unique experience to our customers that is only available through Wells Fargo Online and Wells Fargo Mobile. Other financial institutions may partner with Zelle and offer their own Zelle experience for their customers, subject to their own terms and conditions.

There is also a separate Zelle mobile app that is not operated or maintained by Wells Fargo or any other financial institution. Instead, it is operated by Early Warning Services LLC, a third-party entity. If you use the separate Zelle mobile app, you will be subject to separate terms and conditions not related to Wells Fargo.

The information described in these FAQs, including registration steps and transfer limits, are only applicable to the Zelle experience through Wells Fargo Online and Wells Fargo Mobile. For more information, see the Zelle® Transfer Service Addendum.

Who are the Zelle participating financial institutions?

If your recipient does not have an account with a Zelle participating financial institution, you can still use Zelle through Wells Fargo Online or Wells Fargo Mobile to send them money. They can use the separate Zelle mobile app to receive the funds, subject to eligibility requirements and terms and conditions.

Remember to only use Zelle to send money to friends, family, and people you know and trust.

What does register mean?

When you register your email address or U.S. mobile number with Wells Fargo to receive money with Zelle, you are establishing a connection between the email address or U.S. mobile number and your bank account where your funds will be deposited. When someone sends you money, they use your registered email address or U.S. mobile number. Once the payment is processed, the funds will automatically be deposited into that account.

How do I send money?

Follow these steps to Send money with Zelle:

Go to Send money with Zelle®
Sign on to Wells Fargo Online or Wells Fargo Mobile, then go to Send Money with Zelle® located under Transfer and Pay in the main menu. If you’re not yet enrolled, you’ll be asked to accept our terms and conditions. We recommend you also register an email address or U.S. mobile number and link a deposit account so you can receive money with Zelle.

Add or select recipient
To add a recipient, select the “ + ” icon at the upper right of your screen and enter your recipient’s information. If your recipient is already in your list of recipients, select their name (smartphone) or the arrow to the right of their name (desktop and tablet) to continue.

Enter amount and select your funding account
Enter the amount you want to send and choose an account to fund your payment. On desktop or tablet devices, you may have the option to select a delivery speed. Next, select Continue.

Review and send
Carefully review the details of your payment before you send it. If it’s the first time you’ve sent money to this recipient, we will send you an access code to help verify your identity. If your recipient’s phone number or email address is registered with Zelle, we’ll display the name of the recipient on record before you continue (in some cases, this may only be a first name). After you send your payment, you’ll get a confirmation screen with the details of your payment.

Recipient is notified
Your recipient will be notified by email or text message with the details of your payment and instructions on how to receive the money if action is necessary.

Recipients must register to receive money
If your recipient is not registered with Zelle, they’ll need to enroll and register to receive money. They will have fourteen (14) days to complete their one-time setup using the same email address or U.S. mobile number you used to send them the payment. If your recipient does not register with Zelle within 14 days, the money will be returned back to your account. Once your recipient registers with Zelle, this and all future payments to them are typically delivered in minutes. However, some payments can take up to 2 business days depending on who you’re sending money to and how much you’re sending.

Will I receive text messages from Wells Fargo when I use Zelle?

Wells Fargo may send you text messages related to your Zelle activity (like when you add a new recipient or when you send money to a first-time recipient). Wells Fargo text messages related to Zelle will come from either 93557 or 93729. You can stop text messages related to Zelle by following the instructions found in the body of the text messages.

Wells Fargo will need to help verify your identity before processing some Zelle payments, including when you send money to a first-time recipient. This step requires us to send you a text message code. To complete this verification step, you must have either a text-enabled mobile device or an RSA SecureID device.

How do I receive money?

To receive money, you must register an email address or U.S. mobile number with Zelle in Wells Fargo Online. Once registered, provide that email address or U.S. mobile number to the person sending you money. They can use it to send you money, whether through Wells Fargo, another Zelle participating financial institution, or the separate Zelle mobile app.

When someone sends you money, you’ll be notified by email or text message. The funds will be automatically deposited into the account you’ve linked to your Zelle profile as your deposit account.

How do I request money with Zelle?

You can request money from another person using Wells Fargo Mobile on your smartphone. To send a request for money, go to Send Money with Zelle® and select Request. From there, select a recipient (the person who will receive your request) from your list of recipients or add a recipient by selecting the “+” icon. Next, enter the amount of your request, review it, and select Send.

Before you can request money, you must have registered an email address or U.S. mobile number with Zelle. Note: Request money is not yet available on the Wells Fargo Online desktop or tablet experience.

What do I do if my recipient never received my payment?

If your recipient did not receive your payment, make sure they’ve enrolled and have registered an email address or U.S. mobile number with Zelle. If they are registered, check that the email address or U.S. mobile number you used to send money to your recipient is associated with your recipient’s Zelle profile.

You can also check the payment status in your ZelleActivity. If your recipient’s email address or U.S. mobile number is not registered with Zelle, it could take up to 2 business days for them to receive the money once registration is completed. In some cases, payments may also be delayed or blocked for your protection.

For additional help, you can call Wells Fargo Online Customer Service at 1-800-956-4442, 24 hours a day, 7 days a week.

Can I cancel a payment?

If your payment has already been processed, it cannot be canceled. Keep in mind that Zelle transactions are not covered by the same protections as credit card and debit card transactions.

If your payment status still shows as pending, you may cancel the transfer by going to your ZelleActivity.

We recommend that you only use Zelle to send and receive money with people you know and trust. Always remember to carefully verify your recipient’s email address or U.S. mobile number before you send money.

Donations to the American Red Cross using Zelle

How do I donate money to the American Red Cross using Zelle?

Sign on to Wells Fargo Online or Wells Fargo Mobile, then go to Send Money with Zelle® located under Transfer & Pay in the main menu, and select Send.

From the Select Recipient screen, select the “ + ” icon at the upper right of your screen, enter “Donations@redcross.org” under Email or mobile and enter “American Red Cross” as the recipient’s first name, then select Continue.

Review the “First-Time Recipient” pop-up to ensure that it says donations@redcross.org and that the name begins with “CROSS” and select Continue.

From the Enter Amount screen, choose the account you want your donation to come from, enter the amount you’d like to donate, then select Review.

Review the details of your donation carefully, then select Send.

Is my donation tax deductible?

The American National Red Cross is registered as a 501(c)(3) non-profit organization. Contributions to the American Red Cross are tax-deductible to the extent permitted by law. The American Red Cross' tax identification number is 53-0196605.

Receipts will be issued upon request for donations greater than $250 by the American Red Cross. All questions pertaining to receipts should be directed to the American Red Cross customer service line 1-800-797-8022 or website http://www.redcross.org/contact-us/financial-donation-inquiry. You will need to provide your transaction confirmation code, which can be found in the transaction details from your ZelleActivity.

What is my donation being used for?

100% of your donation will go directly to help the American Red Cross Disaster Relief. Your donation helps the Red Cross prepare for, respond to, and help people recover from nearly 64,000 disasters a year nationwide like hurricanes, wildfires, earthquakes, and countless other crises.

Who should I contact if I made a mistake donating money to the American Red Cross via Zelle?

To request a refund, contact the American Red Cross customer service at 1-800-797-8022.

Transactions typically occur in minutes when the recipient’s email address or U.S. mobile number is already enrolled with Zelle. However, some payments may take up to 2 business days. Available to almost anyone with a U.S.-based bank account. For your protection, Zelle should only be used for sending money to friends, family, or others you know and trust. Sending money through Zelle is similar to making a payment in cash. Your mobile carrier’s message and data rates may apply.

Donations@redcross.org is eligible for the send function only; it cannot be used to request money. Zelle may be used to send direct donations only to American Red Cross Disaster Relief. Donations to other charitable organizations are not available at this time.

Zelle, Wells Fargo, and the American Red Cross are not liable for any failure, through no fault of theirs, to complete your transaction in the correct amount, or for any related losses.

Wells Fargo & Company and its affiliates do not provide legal or tax advice. Please consult your legal and tax advisors to determine how this information may apply to your own situation. Whether any planned tax result is realized by you depends on the specific facts of your own situation at the time your taxes are prepared.

The American Red Cross name, emblem and copyrighted materials are being used with its permission, which in no way constitutes an endorsement, express or implied, of any product, service, company, opinion or political position. The American Red Cross logo is a registered trademark owned by The American National Red Cross. For more information about the American Red Cross, please visit redcross.org.

Zelle and the Zelle related marks are wholly owned by Early Warning Services, LLC and are used herein under license.